U

Visitor

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1 Message

Fri, Jul 30, 2021 9:53 PM

Unreliable

We live in a Cooperative Senior building in Burnsville, Minnesota. A couple months ago we started noticing lag-time between when a remote button is pressed and the response time. This has gotten worse and worse. There are about 10 other residents here who experience the same probem.

I have;

Replaced the remote batteries

Re-booted both the modem and the router (several times now)

I just had to wait five minutes for the TV to change channels.

Sometimes, if I press Guide it never pops up at all. Sometimes, if I press the channel up/down button it responds but after a minute.

There is nothing wrong with the TV because the set in the office-room responds in the same fashion.

When everything works as it should (NOT VERY OFTEN) we always wonder when it's going to revert to the current situation.

The building needs a service call. 

Responses

Official Employee

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103 Messages

2 m ago

Hello @user_643b90, thanks for reaching out for help on our forums! We're sorry to hear that this senior building is having issues with the remote controls. You've reached the right team to help and we can certainly assist with this remote concern. Here are some additional steps you could try:

https://comca.st/3zTJB5w

Please give that a shot and let me know if that helps. We look forward to get this resolved for you! 

Rustyben

Expert

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24.1K Messages

1 m ago

What you describe is usually caused by bad upstream signal to comcast from your set top box. When you press a button for your set top box (channel up button for example). when you press a button the set top box reports the button pressed to a comcast server which then responds and sends a command to your set top box to change the channel. When the connection to the comcast server is not normal, this signal is delayed or perhaps never received by Comcast. if you have checked your coax (round cable) connections to be sure they are tight, you will need to arrange service. if the living center provides the service they will need to arrange that call (this is what comcast calls a bulk service account). 

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